Service Desk Employee 2026-DCS-0031

Service Desk Employee

Location: Apeldoorn, Netherlands
Start Date: 21 October 2026
Hours: 40 hours per week
Scale: 6
Work Arrangement: On-site for the first 3 months; hybrid possible afterward based on performance
Commute: Maximum 50 minutes

Role

We are looking for a Service Desk Employee to provide first-line ICT support to end users by phone, chat, and written channels. You will register, analyze, prioritize, and resolve technical and functional incidents and service requests, aiming for a high first-contact resolution rate.

Responsibilities

• Provide telephone and written ICT support to end users.
• Register, analyze, prioritize, and resolve incidents and service requests.
• Use service desk applications and knowledge/error databases to troubleshoot issues.
• Monitor incidents and adjust priorities when required.
• Escalate complex issues to the appropriate support teams.
• Communicate clearly with users and colleagues.
• Contribute to knowledge sharing and continuous improvement of the Service Desk.

Requirements

• ITIL 4 certification from PeopleCert – mandatory unless the candidate has substantial experience on a large-scale service desk.
• Minimum MBO-4 ICT diploma.
• Good knowledge of Windows 11.
• At least 6 months of telephone support experience on a first-line IT Service Desk.
• Experience with service desk management tools such as ServiceNow.
• Knowledge of Windows, macOS, and Linux should be clearly stated in the CV, preferably rated from 1–10.

Preferred Skills

• Knowledge of IBM Notes and Microsoft 365.
• Experience with mobile telephony and online meeting tools.
• Knowledge of Linux.
• Experience with virtual environments such as Workspace ONE.
• AB900 certification is an advantage.
• HBO ICT working/thinking level or diploma.

Personal Skills

• Customer-oriented and service-minded.
• Stress-resistant and analytical.
• Strong verbal and written communication skills.
• Team player with a proactive attitude.
• Able to explain technical issues clearly to end users.
• Independent and able to recognize dependencies with colleagues and third-line support teams.

Important Conditions

• Onboarding starts 21 October 2026 and this date cannot be changed.
• No holidays during the first 6 weeks of onboarding; preferably none during the first 12 weeks.
• Work is fully on-site during the first 3 months.
• Candidates must be able to commute to Apeldoorn within 50 minutes.
• CV must be maximum 5 pages, in Word format, without tables or columns.
• CV must include both month and year for employment periods.
• Personal motivation is required.
• The required expertise reading guide must clearly explain the candidate's experience and include page references to the CV.